Hertz Customer Service?

[JohnK]

Why is it so poor? Because they can?

I hired a car ~13 days ago from BNE airport at 9:00pm and returned it back 2 days later at 9:00pm as agreed.

Firstly the quote I received online was not the same as the quote I saw when I was driving out. It was supposed to be ~$99 for 2 days but was showing ~$105. I enquired before I left and she came back with another printout for the right amount. Apparently I was given premium roadside service when I did not ask for it.

So I filled up the car and returned it at 9:00pm but did not get a receipt. I do have a receipt for the fuel though.

I noticed the next day the charge is ~$152. :shock: There have been so many things go through my mind trying to work out what that extra charge was on the final bill.

I tried calling Hertz but their phone system was down. Sent off feedback on their website and still received nothing.

On the weekend I was at BNE airport and requested a print out of my bill. Apparently I returned the car at ~05:30am the next day so I was charged an extra day.

Still no word from Hertz. Am I being too anxious? Why so long to respond to my billing enquiry?

Appalling customer service.

 

[markis10]

You can get copies of your bill online FWIW!

 

[Atleastonce]

They have a rule that if you do under 'x' kilometers and do not show them a fuel receipt at return you get charged a nominal amount for fuel. I got caught once on this in Sydney. I just got back from USA and had 3 hertz hire whilst there. Florida was great but LAX what a nightmare. I filled the car up just prior to return an had a receipt but they insisted it was not full and wanted to charge me $40 extra. I argued the point and they took the car away before I could photograph the fuel gauge. After about 1/2 hour with the customer service desk they conceded they had not needed to fill it up any more an refunded my money.

 

[docjames]

I have basically stopped using Hertz due to repeated unsatisfactory outcomes with their (lack of) "customer service".

 

[N860CR]

I've always found Hertz to be the worst of a bad bunch.

The imaginary higher rate (often only by a few dollars a day) annoys me big time as they seem to pull it every single rental. Most people wouldn't even notice $5 or so a day... That's a lot of ripping off when they do it to everyone.

 

[dfcatch]

Had the same issue in BNE the other week.

Returned the car and the sign-out docket was for more than twice the rate on the agreement.

In the kiosk they agreed it was the wrong amount and undertook to fix it.

It was fixed prior to CC charge, but interesting to see it's not a once-off.

 

[RooFlyer]

Agree. Stopped using them some time ago but for a recent UK trip I priced all the majors beforehand and Hertz came up the cheapest by a large margin. But when I used my #1 Club Gold number to make the actual reservation and got the estimate via My Account, the price more than doubled! Even with lots of fiddling, I couldn't see why there was a difference. Called the service centre next day and they were clueless - as to the reason why, and in general.

Went back to Avis.

 

[JohnK]

Avis is not much better.

I had 2 single day car hires in September in Melbourne and Brisbane and I am still trying to have the VS points credited. They keep ignoring my claim for missing miles after sending me an email they will look into the rental.

These companies are falling over themselves not to provide customer service.

 

[Brisbane Flyer]

I dropped a car at Hertz last week at LAX, was running late, had previously filled the car around the corner, dropped the car and walked away, got an online statement for the correct amount

Made my flight to New York 2 minutes before cut off for checkin...so all worked out good.

They have a rule that if you do under 'x' kilometers and do not show them a fuel receipt at return you get charged a nominal amount for fuel. I got caught once on this in Sydney. I just got back from USA and had 3 hertz hire whilst there. Florida was great but LAX what a nightmare. I filled the car up just prior to return an had a receipt but they insisted it was not full and wanted to charge me $40 extra. I argued the point and they took the car away before I could photograph the fuel gauge. After about 1/2 hour with the customer service desk they conceded they had not needed to fill it up any more an refunded my money.

 

[drron]

After my third downgrade in the US I switched from Hertz to Avis.Much less of a problem and even genuine upgrades.

 

[newmarket]

I've stopped using Hertz too. I generally had a good experience with them until the time I didn't. The problem was that they just ignored me. I couldn't get through to Sydney airport (where the 'station manager' had previously agreed to fix the billing issue that I reported, but didn't bother), half of the time the agents on the 1800 number hung up on me or transferred me back into the queue.

I've moved to Thrifty, but they are a little hopeless in getting cars ready. I also don't like the fact that I can only get the receipt (sometimes) online and not on drop off.

I'll probably end up going back to Avis, but I'd prefer to get the VA points.

 

[UP4014]

Hertz to me is the worst of the large ones. THey do not get my business.

 

[coles525]

Never forget the golden rules when hiring a car hire from anyone:

1) Always take photos of the car (outside mainly) and fuel level while still at the car yard. If using phone, make sure date/time & gps are turned on.

2) Do the exact same thing after you drop it off! (Including speedo / distance traveled if extra charges per day/contract).

3) Always get a fuel receipt, and use it if questioned/charged for fuel from the hire company.

 

[JohnK]

Called Hertz again today. I am still angry.

I was promised they will investigate the issue and it could take 10 days. So I sent more feedback making me upset further.

They have taken my money without my permission and I have to sit and wait while they investigate? Oh, I can prove I returned the car on time. I am sure the surveillance camera can prove that as well.

I have also asked for compensation. And a $5 discount off next rental is not suitable compensation. I will take the matter further. Not sure where to go though.

 

[serfty]

I am small about getting a statement on drop off, even if it means another 10 minutes.

"we'll send you one" is not good enough.

Oh, and always double check the FF/hotel rewards number before leaving.

 

[JohnK]

Still no contact from Hertz.

And still no contact from Avis either after submitting missing point claims in November and then again for the same ones in December. We will get back to you within 72 hours. Yeah sure.

 

[AdMEL]

In my experience, Avis have the least billing and points issues - can only recall ever having one billing issue and the location fixed it. It did takes two or three phone calls though. When things go wrong Avis, their customer service isn't great. Luckily very few issues.

Many billing/points issues with Hertz, but they seem to be better fixing the points issues. Have only ever had to fill in their online claim for missing points once for each claim and get an email reply within a day or two and points within a few days. Billing issues are terrible. If you don't catch it before you close off the rental, makes it even harder as you have to deal with centralised area. Worst location is MEL (airport).

JohnK, I would call Hertz and demand they sort it immediately.

 

[JohnK]

I did not follow up with Hertz.

Received an email the other day offering me a refund of ~$50 as a gesture of good will. Yeah right. Still overcharged $2-$3 but I cant be bothered chasing it up.

Believe it or not the VS points have not credited. More time to waste.

 

[docjames]

Take the $50 and stop dealing with them.

Thats what I did!

 

[JohnK]

Take the $50 and stop dealing with them.

Already processed to credit card.

Why is customer service this difficult? Is that the intention?